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PDF

Help and Support Community Help and Support


CONTACT SUPPORT

Updated: January 13, 2023
Contents

Contact required support agents with just few steps!

In case you have a question for your business partner or you need
troubleshooting assistance from CloudBlue Connect, follow the instructions below
to contact support:



GET SUPPORT


Open the Help menu from the navigation bar. Thereafter, click the Get support
button to launch a new case creation wizard

Image

Follow the wizard steps to create a support ticket and address it to right
agents.


1. PARTNER


Select your required partner from the provided list to reach out corresponding
support agents. Therefore, you can select CloudBlue support to report your issue
or a problem with the Connect platform.

Note that you can also submit a request to your business partners. For example,
Distributors or Resellers can create a new case for their Vendor partners to
investigate why an order was not provisioned on time, while Vendors can submit a
ticket for their Distributor partners to ask for more details about a specific
listing requirement, and so on.

Image

Click Next to continue.


2. DETAILS


Fill out the following case details form:

 * Subject: Enter your case subject (i.e., case name) in this field.
 * Priority: Select priority from the list (Low, Medium, High, or Urgent).
 * Type: Choose a Business or Technical issue type.
 * Description: Enter your case description in this field.
 * Product: Specify a product for your case (optional).
 * Attachments: Upload additional files, such as screenshots or logs (optional).
 * CC: Add “carbon copy” recipients (optional).

Previous
ImageImage 1
Next
 * 1
 * 2

Click Create to finalize your case creation.


3. SUMMARY


As a result, your issue or request will be submitted to your selected partner.
The system provides your case summary as the final step.

Image

Click Go to Details to access the Case details screen. Otherwise, click Close to
close the summary.

Access your created case by using the Helpdesk module on the CloudBlue Connect
platform. Refer to the Helpdesk module documentation for more information on
created cases.

Note

For support tickets that are submitted to CloudBlue Support, the Connect Support
team aims to have an initial response within 1 business day of submitting the
ticket. Partners providing support within CloudBlue Connect may have different
support response times.


ADDITIONAL HELP


Note that the Connect Community page is available 24/7 to help self-serve the
most common Connect issues and answers to frequently asked questions.
The Getting Started tutorials will also help newcomers to understand the key
concepts of CloudBlue Connect and examine the most common use case scenarios.

In case instructions on how to change or reset your password for the Connect
platform are required, refer to the following sub-article:

 * Reset Password

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 * YouTube Channel

Community
Contents
 * Get Support
 * 1. Partner
 * 2. Details
 * 3. Summary
 * Additional Help

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